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Skills

  • MS Office
  • Regulatory compliance
  • Vendor management
  • Data-driven decision making
  • First Aid/CPR
  • Change Management
  • Risk assessment and mitigation
  • Data entry
  • Project organization
  • Customer service

Work Experiences

  • Was in charge of the CRM database, which included troubleshooting, maintenance, updates, and the creation of reports.
  • Organized corporate and office conferences for company employees and guests.
  • Established and developed a highly efficient and dependable administrative team by providing ongoing coaching and motivation and fostering career advancement.
  • Organized physical files and digitized records so that authorized team members could update and retrieve them quickly.
  • Used regular correspondence and scheduled status updates to communicate corporate objectives across all divisions.
  • Assessed employee workloads to aid capacity planning, adjusting service call scheduling to accommodate available personnel.
  • Was in charge of billing, collection, and reporting for an office that generated over $17 per year.
  • Had a thorough understanding of the local service market, and I used data on competition and service areas to improve commercial outreach efforts.
  • Achieved improvement over one year.
  • Achieved results within the first 6 months.

Summaries

  • Costs were consistently reduced while profits were increased.
  • Thorough and dependable Office Worker with excellent administrative skills and a strong Computers Software background.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership, organized and efficient Senior Service Delivery Manager.
  • Staff, resource, and day-to-day operations are well-coordinated by this expert.
  • Accomplished Senior Service Delivery Manager.
  • Ensures operational and service excellence by working effectively with cross-functional teams.
  • Achieved KPI targets.
  • Meticulous Senior Service Delivery Manager capable of creating exceptional communications, presentations, and spreadsheets that meet a variety of administrative needs using Adobe Creative Suite.
  • Achieved consistent early project deliveries.

Accomplishments

  • Rolled out cloud-based call center systems, enhancing productivity by 53% and resulting in a 48% decrease in call wait times.
  • Achieved Lean certification, reinforcing the company’s service management best practices and raising compliance adherence to 63%.
  • Drove continuous improvement, resulting in a 58% reduction in process inefficiencies and a subsequent growth of 32% in customer satisfaction (NPS).
  • Documented and resolved program which led to framework.
  • Created performance benchmarks for over 5 external service providers, resulting in improved transparency and a 78% rise in service quality consistency.
  • Introduced performance-improving escalation workflows, cutting resolution times for escalated incidents by 55%.
  • Led quarterly strategic reviews with stakeholders to identify opportunities for service innovation and technological upgrades, enhancing service speed by 49%.
  • Spearheaded the creation and deployment of new escalation procedures, reducing incident resolution time by several months.
  • Developed and implemented disaster recovery test protocols, identifying critical failure points and reducing actual outage recovery times by 70%.
  • Orchestrated company-wide training initiatives on new service management tools, raising employee competency by 46% and overall service delivery adherence.

Affiliations

  • Institute of Service Management (ISM) initiative
  • Association for Computing Machinery
  • Society of Human Resource Management
  • Association for Service Delivery Professionals
  • International Council of Nurses
  • International Project Management Association (IPMA)
  • DevOps Institute
  • International Institute of Business Analysis (IIBA)
  • Information Technology Service Management Forum (itSMF)
  • Society of Women Engineers

Certifications

  • Google Certified Professional Cloud Architect
  • CompTIA A+ Technician
  • Cisco Certified Network Associate (CCNA)
  • Certified in Risk and Information Systems Control (CRISC) - ISACA
  • Google Cloud Professional Cloud Architect
  • COBIT 2019 Foundation - ISACA
  • First Aid/CPR Certified
  • Lean Six Sigma Green Belt Certification
  • SHRM Certified Professional (SHRM-CP)
  • Certified Technology Business Management Executive (CTBME)

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